Bilingual Customer Analyst

Job title: Bilingual Customer Analyst

Role type: 6 months contract role with the potential to go long term

Shift: Monday to Friday 8am to 6pm. Start timing can be anywhere between 8am to 10am.

• Dedicated days are Tuesday and Wednesday to be in office unless required for other days.
• Must be flexible to come into the office 100% of the week when required.
• 7.5 hours per day and 37.5 hours per week

Pay rate: $28/hour. No benefits while on contract period

Location: Markham, ON

Leap Recruitment Partners is proud to represent a premier leader in the Canadian insurance and financial services landscape. Our client is recognized for its commitment to service excellence and innovation, and we are currently seeking a motivated professional to join their high-performing Billing Operations team.

The Role:

As a Bilingual Customer Analyst, you will have a crucial role in aiding brokerages to access assistance, offering guidance, and providing in-depth technical support and troubleshooting. This is an opportunity for you to excel in a position that appreciates your bilingual proficiency and commitment to delivering excellent customer service.

What You'll Do

• Respond to all phone calls and emails from brokerages, LIAs, and internal collaborators regarding system access, support requests, and mentorship inquiries.
• Deliver a high standard of customer service characterized by clear communication, integrity, timeliness, and accuracy of technical information.
• Ensure that ticket lifecycles do not exceed defined standards.
• Log requests, follow up on outstanding items, and communicate instructions and status updates to users in a clear, professional manner.
• Build, modify, and remove system access as requested, closely adhering to defined standards.
• Provide support on systems when called upon by peers, particularly junior members.
• Maintain up-to-date knowledge of supporting systems and provide cross-training as needed.
• Prioritize and manage multiple requests based on the urgency and impact of each request.
• Identify trends with brokers and take the lead to work with the BD team on training initiatives.

What You'll Bring

• College or University Degree, preferably in Business Management or a related field.
• Minimum of 1-2 years of experience in a customer contact center.
• Proficiency in relevant computer applications and call center systems.
• Good typing skills at a medium to fast rate with accuracy.
• Bilingual proficiency in French and English is a must have.
• Strong customer service orientation.
• Excellent written and verbal communication skills.
• Outstanding problem-solving skills.
• Strong interpersonal and organizational skills.
• Self-directed and adaptable.
• Basic understanding of broker operating environments and insurance principles.
• Basic knowledge of Underwriting principles.
• Ability to effectively handle all Broker & customer requests from start to finish.
• Ability to keep abreast of all Broker communication and changes in guidelines and technology.
• Capability to act as an SME (Subject Matter Expert) to represent the team on initiatives.
• Ability to troubleshoot and identify the root cause of technical issues.
• Efficiently prioritize complex issues for further investigation.

At Leap we are an Equal Opportunity and Affirmative Action Employer. That means all applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Leap will not tolerate any discrimination or harassment based on any of these characteristics. Leap encourages applicants of all ages.